Position Overview 

As the hub of all water, fire and mold remediation claims activity, the Disaster Restoration Coordinator is responsible for direct communication with customers, ongoing follow-up and assisting with service complaints. This role ensures that required cycle times and insurance program Service Level Agreements (SLAs) are consistently met. 

The coordinator works closely with the Operations team to ensure that all documentation, estimates, and procedures align with program guidelines. Success in this role requires tenacity, attention to detail, and the ability to manage multiple priorities in a fast-paced environment. 

Key Responsibilities 

• Manage claims from First Notice of Loss through completion, ensuring timely and accurate data entry in CRM systems 
• Review and complete daily compliance tasks, ensuring all job milestones and SLA requirements are met 
• Monitor job progression in systems such as DASH to ensure alignment with program timelines and expectations 
• Upload and organize documentation (e.g., photos, estimates, reports) in real-time and ensure missing data is followed up and updated promptly 
• Accept and set up jobs for both program work and non-program work (Self-Pay and Commercial) 
• Utilize and maintain compliance across platforms including: 
• CoreLogic /Cotality/DASH 
• Mitigate (formerly MICA) 
• XactAnalysis / Xactimate 
• DocuSketch  
• Assist in preparing or reviewing job estimates to ensure accuracy and completeness 
• Coordinate billing, document collection, and payment processing for mitigation claims 
• Communicate and coordinate customer and adjuster concerns, document complaints, and follow-up to ensure timely resolution 
• Maintain proactive and professional communication with customers through Client Care Calls 
• Enter detailed daily notes and escalate delays or concerns to the department managers 
• Collaborate with Estimators and Project Managers on estimate development as needed 

Requirements 

• High school diploma or GED required 
• Bachelor’s degree or relevant work experience preferred 
• IICRC Certifications preferred but not required: WTR, ASD 
• Strong computer skills: proficiency in Microsoft Office (Word, Outlook, Excel, PowerPoint), CRM systems, and restoration industry platforms 
• Exceptional customer service and communication skills 
• Strong organizational, time management, and problem-solving abilities 
• Comfortable managing confidential information 
• Reliable, adaptable, and able to work in a fast-paced, multitasking environment 
• Experience in claims processing, compliance tracking, or a similar role is a plus